Adobe Reader 19.010.20064 crashes on startup on RDS

[ben_pyett]

Hello,

Two of my W2016 RDS session host servers auto updated their Adobe Reader DC today and it broke, within several seconds after starting it up it crashes, this is very similar to a previous problem which occurred a number of months ago..

Adobe Acrobat Reader DC 2019.008.20071 crashes after 15 seconds on RDS farm

I disabled the auto updating on all servers which hadn't updated.

Surprisingly an install and then reinstall appeared to resolve the issue.

[AnandSri]

Hello Ben_pyett,

We're sorry for the trouble you had with the latest version of Adobe Reader.

You mentioned that 'an install and then reinstall appeared to resolve the issue'.  Are you still experiencing the crash issue after removing Adobe Reader from the machine and reinstalling the latest available version Adobe Acrobat Reader DC 2019.010.20064?

If not, would it be possible to reboot the machine once and check?

have you tried repairing Adobe Reader from help menu>repair installation? If not, please try and check.

Let us know how it goes and share your observation.

Thanks,

Anand Sri.

[sws21018232]

Hi

Have the same issue after 10 seconds reader crashes like on the screenshot above. couple months ago we had the same issue with a version then we had te disable protected mode to solve it. This trick doesn't work now.

We also run it on Windows server 2016 RDS. Pls fix asap!!

[sws21018232]

When you disable from HKCU the protected mode at startup it doesnt crash. When you disable it from HKLM protected mode it still crashes.

[AnandSri]

Hello Sws,

We're sorry for the trouble you had, what is the version of Adobe Reader installed? To identify, refer to Identify the product and its version for Acrobat and Reader DC

Thanks,

Anand Sri.

[ben_pyett]

Hello,

I was clearly having a bad day, as I realised that I accidentally included the wrong screen shot in the first post, which shows the wrong version of Adobe Reader, the one that crashes is 19.010.20064 and was right in the initial posts description and is correct in the screen shots included below.

I was also wrong that a re-install resolved the issue, I clearly wasn't patient enough, as just retried the server and it still crashes, so I'm un-installing, downgrading and pausing auto-updating until I read in this thread that an fix has been found.

Although we're now seriously reconsidering the merits of having auto-updating enabled across or RDS platform as twice in as many months your updates have impacted all of our servers and rendered the product unusable.

Log Name:      Application

Source:        Application Error

Date:          12/12/2018 16:43:35

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      cbcazshmd04.cbc.ad.colchester.gov.uk

Description:

Faulting application name: AcroRd32.exe, version: 19.10.20064.48846, time stamp: 0x5c06cd7c

Faulting module name: ucrtbase.dll, version: 10.0.14393.2097, time stamp: 0x5a820b25

Exception code: 0xc0000409

Fault offset: 0x000891eb

Faulting process id: 0x9080

Faulting application start time: 0x01d49239c99f6808

Faulting application path: C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe

Faulting module path: C:\Windows\System32\ucrtbase.dll

Report Id: 9a262567-d0c0-41ff-9ebf-62697f072b2c

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2018-12-12T16:43:35.293727800Z" />

    <EventRecordID>176281</EventRecordID>

    <Channel>Application</Channel>

    <Computer>cbcazshmd04.cbc.ad.colchester.gov.uk</Computer>

    <Security />

  </System>

  <EventData>

    <Data>AcroRd32.exe</Data>

    <Data>19.10.20064.48846</Data>

    <Data>5c06cd7c</Data>

    <Data>ucrtbase.dll</Data>

    <Data>10.0.14393.2097</Data>

    <Data>5a820b25</Data>

    <Data>c0000409</Data>

    <Data>000891eb</Data>

    <Data>9080</Data>

    <Data>01d49239c99f6808</Data>

    <Data>C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader\AcroRd32.exe</Data>

    <Data>C:\Windows\System32\ucrtbase.dll</Data>

    <Data>9a262567-d0c0-41ff-9ebf-62697f072b2c</Data>

    <Data>

    </Data>

    <Data>

    </Data>

  </EventData>

</Event>

[AnandSri]

Hi All,

Thank you for sharing the details, would you mind collecting the logs of the machine throwing the error message and share it by direct/private message only How Do I Send Private Message

I have shared the details on how to collect the log files by direct message, please check your email inbox.

Thanks for your time and patience thus far.

Regards,

Anand Sri.

[gregm12244668]

We are experiencing this same issue on all of our clients' terminal servers, in multiple states.

[Koenraad_Meuleman]

The following procedure solved the problem for our customer's RDS farm

How To: Disable Adobe Reader DC Protected Mode – TDSheridan Lab

Both the HKCU as the HKLM options work.

For the HKLM you must take into account that you are setting a policy, hence after setting the registry key

• Keypath: HKLM\SOFTWARE\Wow6432Node\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown
• Value name: bProtectedMode
• Value type: REG_DWORD
• Value data: 0 to disable

and before testing it, you need to do a gpupdate /force (do not logout/reboot)

I have put it into a GPO with positive results (after rebooting the server).

But indeed, it is with fear that we upgrade the acrobat reader nowadays.

[Ayush__Jain]

Hi,

I would request you to kindly share the Crash dumps when Reader Crashes for you.

Here is how you can collect the crash dump :

When Reader Crashes (If you get this error message "Adobe Reader has stopped working") , Can you please share with us the Crash Logs .

For Getting the Crash Logs:

1.       When Acrobat Reader Crashes , Open Windows Task Manager
2.       -> Got To Processes, There you can see a process "Adobe Acrobat Reader DC" / AcroRd32.exe
3.       Right Click on this process and click "Create Dump File"
4.       Dump file will be created in the Temp folder of user (as specified on the dialog you get after creating dump files).
5.       Save this DMP file on any Cloud Storage and Share the link for that with us on mail at ajain@adobe.com

We will try to analyze your issue on priority once you share this information with us.

Thanks,

Ayush Jain

[ben_pyett]

Crash dump just emailed as per request

[Ayush__Jain]

Hi,

Thanks for your Revert, however the one you’ve Shared are Logs and not the Dump file.

Requesting you to kindly share the dump file with me as per the steps that I’ve mentioned on the above post.

Thanks

Ayush Jain

[ben_pyett]

Should have emailed you the crash dump now.

[ben_pyett]

Good News

This morning I have trialed a test build with Adobes support assistance on my RDS 2016 platform. This version no longer suffers from the crash, so a fix is in progress and we should get an update within this thread.

[charmainej51385214]

Where's the fix?!

[ima19263347]

Hi,

We have the same issue, Reader DC ver 2019.010.20064 crashes after 10 - 15 seconds. We are using 2012 R2 RDS farm with user roaming profiles.

Thanks

[Koenraad_Meuleman]

The workaround to make it not crash is really just one registry key and a reboot away !

• Keypath: HKLM\SOFTWARE\Wow6432Node\Policies\Adobe\Acrobat Reader\DC\FeatureLockDown
• Value name: bProtectedMode
• Value type: REG_DWORD
• Value data: 0

[charmainej51385214]

As mentioned before, this is the second edition of Acrobat in a row with this issue! Get it together, Adobe! Especially with the automatic updates installed.  Also, how about a workaround solution for those of us who don't have administrative rights to edit the registry key, etc.

[GeoffisIT]

Hi,

I have the same problem with the latest Acrobat Reader DC update 2019.010.20064

This is the second time an update had caused the same problem.

Back in October, I updated to 2019.008.20071 and  Acrobat Reader always stopped working after about 15 seconds.

A few days later a fix was released with 2019.008.20074.

See another discussion:      Re: Adobe Acrobat Reader DC has stopped working

All has been okay for a couple of months until now in late December when I updated to version 2019.010.20064 and the problem has reappeared!!

A look at what the fix was back in October might shed some light on the path the developers should be taking in fixing the current update.

A similar discussion on another thread with this forum indicates that a number of other users are experiencing this problem Adobe Reader DC 2019 closes after a few seconds

[GeoffisIT]

The latest patch of Acrobat/Reader >>>>>> 19.010.20069 fixes the problem.

[AnandSri]

Hi All,

Thank you for your time and patience on this.

The official patch of Acrobat/Reader 19.010.20069 is available now, please install the latest patch from help>check for updates, or install it manually from 19.010.20069 Out of cycle update, January 03, 2019 — Release Notes for Acrobat DC Products

Reboot the machine if possible and check.

Let us know if you experience any issue.

Thanks,

Anand Sri.

[AnandSri · Accepted solution]

Hi All,

Thank you for your time and patience on this.

The official patch of Acrobat/Reader 19.010.20069 is available now, please install the latest patch from help>check for updates, or install it manually from 19.010.20069 Out of cycle update, January 03, 2019 — Release Notes for Acrobat DC Products

Reboot the machine if possible and check.

Let us know if you experience any issue.

Thanks,

Anand Sri.